Chapter1 Understanding CiscoCallManager Extended Services
Components of Cisco CallManager Extended Services
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Cisco CallManager Extended Services Administrator’s Guide
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Components of CiscoCallManager
Extended Services
The Cisco Customer Response (CR) Platform provides the components required
to run Cisco CallManager ExtendedServices. The Cisco CR platform provides a
multimedia (voice/data/Web) IP-enabled customer care application environmen t.
The Cisco CR Platform uses Voice over IP (VoIP) technology, so your telephony
network can share resources with your data network.
Cisco CallManager Extended Services uses four main components of the
Cisco Customer Response Platform:
•Gateway—Connects the enterprise IP telephony network to the Public
Switched Telephone Network (PSTN) and to other private telephone systems
such as Public Branch Exchange (PBX ).
•Cisco CallManager Server—Provides the fe atures required to implement IP
phones, manage gateways, provides failover and redundancy service for the
telephony system, and directs Voice over IP (VoIP) traffic to the
Cisco Customer Response Application (Cisco CRA) system.
•Cisco IP Telephony Directory—Stores configuration information and
Cisco CRA application scripts in a LDAP directory. The subdirectory that
stores Cisco CRA scripts is called the repository. Storing application scripts
and configuration information in an LDAP directory allows you to load
application scripts on any Cisco CRA engine in the network. The repository
keeps one backup version of each script for recovery pu rposes. You can
revert to the previous version if necessary.
•Cisco CRA Server—Contains the Cisco CRA Engine that runs Cisco CRA
applications. Cisco CRA applications compri se a series of steps,
implemented as Java Beans packaged in .jar files.